“Red flag” trigger words tend to be overly simplistic, hard to use consistently on every call, and require some degree of decision-making or judgment on the part of the non-clinical user. SymptomScreen is different.
SymptomScreen takes all symptoms into account. Agents and support staff can search by any combination of a caller’s symptoms to find the appropriate screening guide. SymptomScreen can even accept non-medical language and misspellings.
Agents will be provided with specific yes or no questions to gather data about the symptom(s). Based on the caller’s answers to these questions, a priority is assigned to the call and your agents are given instructions on what to do next.
Agents are presented with pre-determined instructions for next steps, telling them exactly what to do so there is no clinical decision-making required. During the initial setup of SymptomScreen, you write these instructions to match your workflow and resources.
SymptomScreen creates a summary of the data collected that can be sent in a message or documented in the patient’s chart. SymptomScreen works seamlessly with any software system including all EHR, EMR, CRM, or scheduling systems.
The information used to screen calls was written by these experts. Non-clinical staff use their guides to prioritize calls and move patients quickly to the appropriate next step in care.
“Vhi has been using SymptomScreen for two years to help ensure patients with healthcare needs receive a fast, accurate and safe assessment. It provides standardized decision making and delivers consistent care to our patients. SymptomScreen is a user-friendly system and the implementation is smooth. Any local modifications and updates that are requested from the system are actioned in a timely response from SymptomScreen ensuring strict adherence to local protocols.”
“We have met our goals: Improve standardization and consistency. SymptomScreen prevents non-clinical staff from making medical decisions and our nurses have more confidence that the patient calls are being sent to them appropriately. This product is amazing and our team loves it.”
“SymptomScreen is wonderful and has made a major difference in our practice now that our medium-priority outcomes are being directly scheduled into urgent care appointments with providers when available. This has saved lots of time and effort by our triage RNs. I’m thrilled about it!”
“Calls are handled much more consistently and call center staff are more confident that calls are being handled correctly. The support team is so, so great. They always respond almost immediately, have been so patient helping me get guides set up and navigating admin, and get guides updated so quickly!! Thank you!!”
“We are so happy with the support and content we have received from SymptomScreen. Our clinical workflows have improved and become significantly more efficient. By giving non clinical phone agents this fantastic tool we are able to capture more visits and route them to the appropriate level of care. The customer service has been outstanding and the customizable outcomes have been updated at lightning speed. Can’t say enough wonderful things about working with you all.”
